The present study aimed to examine (1) the nature of firms’ complaint-handling practices in an online double-deviation context, and (2) the relationship between complaint-handling practices on the one hand and customer post-complaint satisfaction on the other. Predictions were derived from...

Marketing scholars have used justice theory to investigate how consumers’ perceptions affect post-complaint satisfaction. Less attention has been given to how those perceptions are formed and what organizations should do to enhance them. This paper explores the concept of politeness, a...

Positioned within the context of online complaint-handling, the present study aimed to examine the potentially mediating role of perceived professionalism in the relationships between message content (grammaticality) and form (politeness) on the one hand and customer loyalty on the other. A path...

Justice theory is an established framework for analysing the complaining behaviours of customers (Homburg and Fürst, 2005; del Rio-Lanza et al. 2008) and developing complaint-handling practices (Tax et al. 1998). A component of the interactional justice, (im)politeness plays an important role in...